Website Complaints Policy 

Harmony Health and Wellness: Complaints, Comments and Feedback Policy

Our Commitment to Patients

At Harmony Health and Wellbeing, we are committed to providing high-quality, safe, and compassionate care. We welcome comments, suggestions, and complaints as an important way to learn, improve our services, and ensure the best possible experience for our patients.

We aim to handle all concerns fairly, sensitively, and in a timely manner. Raising a concern or complaint will not affect your current or future care in any way.

Comments, Suggestions and Complaints

If you have any comments, suggestions, or a complaint about the service you have received from our doctors or any member of staff, we encourage you to let us know.

Please contact us by email at:
admin@harmonyhealth.org.uk

All feedback is taken seriously. Our complaints process meets national standards and is designed to ensure concerns are handled consistently, respectfully, and transparently.

How to Raise a Concern

We hope that most concerns can be resolved easily and quickly, often at the time they arise and with the person involved. If you feel comfortable doing so, we encourage you to raise your concern informally in the first instance.

If the issue cannot be resolved informally, or you would prefer to make a formal complaint, you may do so in writing, by email, or verbally. Complaints should normally be raised:

  • within 6 months of the incident, or
  • within 6 months of becoming aware of the issue, provided this is no more than 12 months after the incident.

Providing clear and specific information will help us investigate your concerns thoroughly.

How Complaints Are Managed

All formal complaints received by Harmony Health and Wellbeing are managed by the Registered Manager, Dr Saloni Kapoor, or by an appropriate senior member of the team acting on her behalf where necessary.

Complaints are handled objectively and sensitively, and every effort is made to ensure a fair and thorough review of the issues raised.

What Happens Next

  • Your complaint will be acknowledged once received within 2-3 working days.
  • It will be reviewed and investigated by the Registered Manager or a senior member of the team who was not directly involved, where possible.
  • We aim to provide a full written response within 30 working days.
  • If the investigation requires more time, we will keep you informed and explain when you can expect a response.

Our Approach to Investigating Complaints

When reviewing a complaint, we aim to:

  • understand what happened and why
  • review relevant information and records
  • speak to those involved where appropriate
  • provide a clear explanation and an apology where appropriate
  • identify learning and improvements to reduce the risk of recurrence

Complaints are recorded securely and reviewed as part of our ongoing quality improvement processes.

If You Are Not Satisfied With the Outcome

If you are not satisfied with our response, you may request a further review of your complaint. This will be considered by a senior person who was not involved in the original handling of the complaint, where possible.

If you remain dissatisfied after this review, you may choose to seek independent advice or pursue other options, including mediation or legal advice.

Complaints Made on Behalf of Someone Else

We respect patient confidentiality at all times. If you are making a complaint on behalf of another person, we will need their written consent unless they are unable to provide this due to illness or incapacity.

Support With Making a Complaint

If you need help raising a concern or making a complaint, please let us know. We will do our best to support you through the process.

Complaining to the Care Quality Commission (CQC)

We hope that, if you have a concern or complaint, you will use our complaints procedure in the first instance. This gives us the best opportunity to understand what has gone wrong, put things right where possible, and improve our services.

This does not affect your right to raise concerns externally if you feel unable to raise them with us or if you are dissatisfied with the outcome of our investigation.

Harmony Health and Wellbeing Ltd is registered with the Care Quality Commission (CQC), the independent regulator of health and social care services in England.

The CQC does not investigate individual complaints or act as an arbitrator between patients and healthcare providers. However, it welcomes information from the public about registered healthcare providers. This information helps the CQC monitor services and decide whether regulatory action is required.

If the CQC believes that a provider may have breached regulations or committed an offence under the Health and Social Care Act 2008, it has the power to take action to bring about improvement.

Care Quality Commission (CQC)
National Customer Service Centre
Citygate, Gallowgate
Newcastle upon Tyne, NE1 4PA
Telephone: 03000 616161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk

Last updated: [Feb 2026 by Dr Saloni Kapoor]
Next review: [Feb 2027 by Dr Saloni Kapoor]